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Ability to update Skills from macros or triggers



Posted Jul 07, 2018

It would be great to have the ability to Add/Delete Skills through macro and trigger actions. As well as, being able to use Skills in trigger conditions.

I would love to use to the new Routing Rules feature to cut down on the number of triggers used for handling ticket assignment. We currently have 5 triggers for almost all of the assignment group (web, email,  and 3 to handle follow-ups). But, there is no systematic way to handle updating a ticket's skill association when the ticket is handed off to a different set of agents.

Our teams are set up as Customer Support, Accounts Payable, Taxes, and Legal to name a few groups. I was planning to create the groups as skills. But if a ticket comes into Customer Support and needs to be transferred to Accounts Payable there is no good way to ensure the skill is updated accordingly. I was told to have the agent manually update the skill, but that isn't really a reliable solution.

Based on the current set up, the agents would have to work off Skill based views and Group based views, and there would be a lot of mismatches. Which would just lead to a lot of confusion.

 


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Will that allow us to change skills thorugh triggers or automation after ticket creation? The biggest concern is assigning skill values after an agent has a chance to triage and assess the need.

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Barry Neary

Zendesk Product Manager

Hi Ty Bailey

this is something we are actively working on the GA of this new skills capability

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Hi Barry - Just wanted to check in if there is any updated timeline for applying skills post ticket creation (i.e. using triggers or automation). This is a huge need for us! Thanks in advance for any information you can share!

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Barry Neary

Zendesk Product Manager

Hi Chris Rose

We are working on that right now, and hope to have a release by July 2023

Barry

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Looking forward to it. Thanks!

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We could also really do with being able to change ticket skills in triggers. Relying on the agent to assign the skills correctly is becoming very tedious.

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Barry Neary

Zendesk Product Manager

Hi all

FYI

We have now released skills in omnichannel routing, including

- the ability to change skills on a ticket using a trigger

- route tickets from all channels to agents based on skills

Barry

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Barry Neary I love that we can update skills through triggers now, however, when the skills on a ticket change, the ticket does not go through the omnichannel routing process again to assign that ticket to a new agent who has the skills to work the ticket. This somewhat defeats the purpose of using a trigger to update the skills in my opinion. We need tickets to stay with agents that have the skills to work the ticket but to re-assign the ticket to a new agent if the skills no longer match the previous agent. 

 

We have created a workaround that unassigns the ticket every time the skills on a ticket change to prompt the system to reassign it to a new agent with the corresponding skills, but this solution also causes issues. Namely, if an agent is still able to work that ticket, they have to re-assign it to themselves again in order to do so which also requires that all agents have set up the setting to ‘stay on ticket.’ 

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Barry Neary

Zendesk Product Manager

Hi Sara Bradley-Bussell 

 

So if, after a skills change, the agent that had the ticket still can work on the ticket, it stays with her. If she doesnt have the new skills, it gets reassigned. 

 

To support this natively is a feature request which I havent come across before - if enough customers ask for it, we can get it on the product roadmap. 

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Barry Neary That is correct, I did provide this use case/explain our feedback to our account representative Sam Gervolino a while back as well so I believe this was documented as customer feedback, at least from our account. I am happy to resend the use cases if that is helpful.

Thank you! 

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Hi Stacy Win ,

We have recently updated our Extended Macros app on the Zendesk Marketplace app to include the ability to set skills via macro.  Give it a shot by installing here and see if it can help out with your use case.  Feedback is welcome.

Jimmy Long ~

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